Late Shipping Due to Guest User's Incomplete Address

[DuftinNeedlework]

We had a perfect score on our shipping times until a customer forgot to add their street name to their shipping address and now they are unreachable over emails or phone... Unfortunately it's too late to extend shipping times and now our score went down 3%.... Is there a way to start a dispute with Etsy on this order, so it doesn't count into the star seller statistics? 

Thanks for your help!

[CuriosAnCollectibles]

I've read somewhere, maybe on the ss dashboard, that they won't/don't adjust or change star seller metrics. So I don't think you'll get anywhere with them, unfortunately. 

[JustMeToo]

@DuftinNeedlework   Etsy won't change it.  The star seller program is extremely flawed, and designed for the United States postal system only, so try not to lose sleep over it.  It doesn't seem to affect sales, one way or the other.  Buyers want good products, and to read good reviews.  I'm in Canada, where tracking rates are an outrage, so I can't use tracking on inexpensive items, because no one will pay it.  That section will always be low for me even though the other two are at 100%.  It hasn't affected my sales.  In fact, my sales are higher this year than ever!

[DuftinNeedlework]

Tahnk you so much for your input @CuriosAnCollectibles and congrats on your sales @JustMeToo.!

[TonsOfPaper · Accepted solution]

Hello @DuftinNeedlework,

We understand that this is a big pain point for made-to-order sellers. While we’re working on finding ways to improve this, for now, you can extend the ship-by date for an order if your buyer is unresponsive, which will then update your shipping calculation. However, keep in mind that the ship-by date can be updated once, before the original ship-by date has passed, and can be extended up to 21 days.

@JustMeToo, we've double-checked your shop and it appears that the orders that affected your Star Seller, didn't have a tracking number associated with them. Please know that you need to add tracking or a shipping label purchased on Etsy, for the orders to count positively towards your Star Seller. The order should still be shipped within the stated processing window. More information can be found here.

Thank you very much!
 

[JustMeToo]

That is correct.  I am in Canada. I don't use etsy labels.  I know I need tracking for that "star".  I don't add tracking because it's too expensive.  I  always ship within the stated processing window - usually before it.  I am very familiar with how it works.  I like to keep some control of my own business, so I prefer to print my own labels, thank you.

[TonsOfPaper · Accepted solution]

Hello there,

We understand that there are some instances wherein sellers can't ship the item because they need more information from the buyer. While we’re working on finding ways to improve this, for now, you can extend the ship-by date for an order if your buyer is unresponsive, which will then update your shipping calculation. However, keep in mind that the ship-by date can be updated once, before the original ship-by date has passed, and can be extended up to 21 days.

Thank you very much!

[BagmakerSupply]

This is one of those situations where you have to assume the worst - as soon as you see that there is an issue with the order and you need something from the buyer automatically extend the ship by date as far out as you can, then contact the buyer and in your message (and perhaps also send an eMail) let them know that if you do not get an answer by x date you will have to cancel the order. Losing a sale may be painful but in the long run will probably save you aggravation. And if you get an immediate satisfactory answer, no harm done.